Issues with my order

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Help Topics

Issues with my order


  • Why haven't I received all of my order paperwork?

    You'll only receive paperwork for the first 50 items in your order. For full details of your order, sign into your account and view order history.

    Your order may arrive in a number of boxes on different days and at different times. You can track all of your parcels in the "Order history"on your account.

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  • What do I do if I have an item missing from my order?

    There are a number of reasons why you may not have received all of your order. Before contacting us please check;
    • The confirmation e-mail to see if all items were ordered
    • The despatch email to see if items have been cancelled. Occasionally when we pack an order some of the items may not be available. We don't want to delay the rest of your order so we cancel the out of stock item and despatch the rest. We'll send you an email to update you. The paperwork for your order will show everything included and we only charge you for the items we send but you will earn all of the Boots Advantage points we promised
    • The order paperwork included in your parcel as your order may be despatched in more than one parcel and arrive at different times (orders containing items despatched direct from the supplier for example)
    • Remove all packaging to confirm the item isn't hidden. Some orders may contain a cardboard wedge or brown paper filler that products may be underneath.

    If you have checked all of the above and the item is missing, please contact our Customer Care team.

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  • What do I do if my product is faulty?

    If you have the receipt for a faulty item purchased on you can return the item and paperwork either to a local Boots store or back to

    If you do not have the receipt for a faulty product purchased on you can log into your online account and print the order details for your purchase.

    Please note that any non Boots product that is out of guarantee that has become faulty you will need to contact the manufacturer.

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  • What do I do if I have received the wrong item?

    If you have an incorrect item in your order please double check what you have ordered. If the item is incorrect you will need to return the item to us using the free returns label provided with your paperwork and we will replace it. Alternatively you can return the item to your local Boots store along with your paperwork for a refund.

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  • What do I do if I have a damaged item in my parcel?

    If you have a damaged item in your order please return the item using our free returns label provided on your paperwork. If the item is leaking or dangerous to return then contact our Customer Care team. Please do not throw the item away before you speak to us as we may need photographic evidence of the damage to the item.

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  • Why haven't I received my free gift?

    If a free gift is out of stock when you attempt to place your order you will see a message in your basket to advise you of this. You can continue with the order but this does mean that you will not receive the free gift.

    Please note that free gifts are subject to availability.

    If your free gift is missing when your order arrives, please check the paperwork and emails to check if it was dispatched or not. Also check if the free gift is wrapped in packaging or if it is in another box.

    If the item was dispatched and appears to be missing please contact our Customer care team.

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  • What do I do if I have been charged incorrectly for an online order?

    Check you order details online against what you've been charged. If the order was partially dispatched we will only charge you for the items dispatched. If you have already paid we'll refund the difference. If you still believe there is a discrepancy please contact our Customer Care team.

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  • Why has my order been cancelled?

    Your order may be cancelled for one of the following reasons

    1. We may have a technical issue

    2. The items you order were out of stock

    3. You asked us to cancel your order

    4. As part of our internal procedures to protect our customers, we undertake a series of internal checked and unfortunately on this occasion we are unable to proceed any further with this order

    If the pre-authorisation for your order has not been removed from your bank after 5 working days, you will need to contact your bank for further advise.

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